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Remove 2012 Remove Abandon rate Remove Average Handle Time Related Topics
call center professionals Call center experience virtual call center Wait times Gamification Interactive Voice Response Big data First call resolution Self service Cloud contact More Related Topics >
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Contact Center Trends 2021: The CX Watershed

Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Reducing Abandonment Rate ( read the success story ). Improving Average Handle Time (AHT).

Contact Center 176
Contact Center Gamification Call Center Average Handle Time 176
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“Free”: The True Costs of Knowledge Based Authentication Questions?

pindrop

OCTOBER 12, 2021

Contact Babel research 3 shows that caller abandonment rate i.e. the rate at which calls are not contained in the self-service channel, has been increasing. The abandonment rate has increased from 5.4% in 2012 to 6.1% Reduce Average Handle Time (AHT).

Abandon rate 52
Abandon rate Contact Center Self service Banking 52
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